For the principles of marketing course. The comprehensive, classic principles text that in its new edition incorporates a customer value framework to tie together marketing concepts for students. This book has a new customer-value, customer-relationships framework, and includes a completely revised chapter 1 that shows this framework from the very start of the text; a reworked chapter 2 that places profitable customer relationships at the very center of marketing; and in all, from the first chapter through the last, this text reinforces the theme that value enhances profit. The result: Students have a comprehensive overview that is continually referred to throughout the text, and reflects the major trends and forces that are impacting marketing in this new age of managing profitable customer relationships. A new five-step model of the marketing process shows students how marketers reap rewards by developing customer loyalty, market share, profits, and customer equity. chapter-opening and real marketing examples illustrate important new concepts within real world business applications. Every one has been revised, updated, or replaced to ensure the examples reflect current research and sources. This book includes NASCAR: Creating Customer Experiences (ch 1); McDonald's: I'm Lovin' It! (ch 3); Lexus: Delighting Customers to Keep them Coming Back (ch 5); UPS: What Can Brown do for Business Customers? (ch 6); Pottery Barn Lifestyle (ch 7).